Customer Service Operations Manager
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Lead customer service and centralized operations teams in a five-days-onsite GTA position supporting a 24/7 operation. Apply workforce planning and performance leadership daily.
The Talent Company is conducting a confidential search for an experienced Manager, Customer Service & Operations. Lead approximately 10 to 20 employees in a unionized environment. Balance service delivery, employee development, operational efficiency, and continuous improvement across customer inquiries, incidents, and escalations.
Key Responsibilities:
- Lead customer service and centralized operations functions
- Oversee inquiries, complaints, payment issues, and escalations
- Manage monitoring, incident response, dispatch, and work orders
- Plan staffing, schedules, workforce readiness, and performance monitoring
- Coach employees and address performance and employee relations matters
Requirements:
- Five years of leadership experience, including three years in service environments
- Three years of management experience in a unionized environment
- Knowledge of workforce management, scheduling, and service metrics
- Experience using CRM, telephony, and reporting systems
- Strong communication, conflict resolution, and problem-solving skills
Bring hands-on leadership, workforce planning, and customer service expertise to strengthen operational performance across a 24/7 operation.
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